• We are looking for a Customer Success Director – Strategy & Performance to lead our customer strategy with the goal of maximizing satisfaction, retention, and profitability
• This is a key leadership role responsible for driving strategic and operational excellence across the Customer Success function
• You will oversee Client Directors and their teams, and work closely with the COO and cross-functional teams to align goals and execute customer-centric strategies
• Design and implement strategies to drive customer retention, satisfaction, and long-term growth
• Lead and mentor Client Directors and their teams, fostering a culture of customer excellence
• Define, track, and continuously improve key KPIs, including:
• NPS (Net Promoter Score)
• NRR (Net Revenue Retention)
• Customer margins
• Identify and act on opportunities to optimize operational efficiency across the Customer Success organization
• Serve as a strategic reference point for innovation and best practices in customer management
• Collaborate closely with the COO and other department leaders (Product, Sales, Operations) to ensure strategic and operational alignment with overall company goals

Benefits

• Career plan and professional growth: Lets discover what your strengths are and how you can give your best!
• Healthy snacks at the office
• Beers at the office: Free crafted beer sessions on Fridays with your work colleagues. Because not everything is just about work
• Half-paid health insurance
• 25 days of paid vacation
• English lessons: Different level group lessons with a native teacher
• Team building every quarter
• Pizza sprint: Every two Fridays after the sprint review, join the team in a meal and enjoy the great company
• Crossfit and Yoga lessons: Group sessions with nice personal trainers

• You’ll be a strategic driver of transformation, with a focus on continuous improvement and measurable results
• This senior-level position requires a strong business mindset, data-driven decision-making, and a deep commitment to customer excellence
• Outstanding leadership, communication, and cross-functional collaboration skills
• Prior experience in B2B SaaS environments and fast-scaling companies
• Strong analytical skills and ability to translate data into strategic decisions
• High level of English & Spanish (spoken and written)
• Proven track record in driving significant improvements in KPIs such as NPS and NRR
• Hands-on attitude with a high focus on results
• 8+ years of experience in Customer Success, Strategic Consulting, or Account Management, with at least 3 years in a senior leadership role
• Native level of Italian
• Deep previous experience working directly with Retail, Grocery (GDO), or Banking clients